Opi Team Lead

2 days ago

مصر, Egypt Ad Astra, Inc. Full time

At Ad Astra we don’t just think outside of the boxwe speak, sign, and write there too We help companies connect with consumers through linguistic support in over 250 spoken and signed languages. We are a woman-owned, small business with a long history of providing unparalleled language services to clients throughout the nation and globe. Our company’s philosophy is focused on cultural awareness and sensitivity in order to successfully facilitate communication between parties from different cultures and abilities.

Ad Astra is headquartered in Silver Springs, MD and has an immediate opportunity on the Interpretation team for an OPI Team Lead. This is a fully remote position with flexible hours. Ad Astra offers a 4-day workweek for all employees; however, this position is expected to work their 4-day workweek within the Monday - Friday window.

The OPI Team Lead role is responsible for 24/7 interpreter operations of In-Center, WAH interpreters, and customer service staff. The person will be responsible for developing relationships with clients, vendors, and internal stake holders to ensure the completion of projects in a timely and accurate manner. This leader will work to provide exceptional customer service and exceed contractual performance targets. They are to serve as an external consultant to our clients to guide them through best practices and ensure the full life cycle of projects are satisfied to internal control standards. They are responsible for the personnel management of all staff appointed to their team or project including conducting reviews, disciplinary actions, project workflows, and other supervisory functions as delegated by their manager. They are to serve as the example for the team for quality of work and be accountable for all results within their control.

**Responsibilities**:

- Manage the entire life cycle of all OPI interpretation projects
- Lead, mentor, train, and motivate a team of employees to deliver an outstanding customer experience
- Deliver updates to leadership concerning KPIs, process improvement solutions, staffing levels, and overall success of the team
- Coordinate with vendors, linguists, and LSPs to provide a 100% close rate
- Establish and maintain relationships with interpreters, clients, and other support staff
- Assign vendors to hourly-based assignments for assigned clients
- Follow client procedures for interpreter requests, dismissals, cancelations, and extensions and provide the clients timely updates on projects
- Manage multiple projects at a time with varying requirements, due dates, and client specifications
- Proactively plan and strategize assigning interpreters to specific languages and locations where there has traditionally been difficulty in providing interpreters with appropriate skills
- Prioritize daily workflow to ensure that all deadlines are met, and all company sale and quality goals are met
- Manage the workload of Schedulers at all levels and supervise their performance
- Proactively reach out to clients to ensure quality and future needs
- Ensure that our interpreter database is up-to-date and complete with all required interpreter information including certifications and qualifications
- Communicate changes to projects or assignments with vendors including rate changes, documentation requirements, and other related tasks
- Approve or seek approval for rate, requirement, or special conditions needed
- Develop and implement SOPs for all processes in the department
- Participate and contribute to all continuous improvement efforts that include daily and weekly team and leadership meetings and all-company meetings
- Complete other duties as assigned

**Job Requirements**:

- 5 years of experience managing call center operations within the Over-the-Phone Interpretation (OPI) industry
- Assure compliance with all applicable federal and state statutes, laws, and regulations
- Ability to lead with empathy, manage team performance, work collaboratively and cross-culturally, and strategically position the company within the OPI industry
- Ability to work effectively in a fast-paced, 100% remote work environment
- Expert fluency in English
- Have a bachelor’s degree in Management, Business, or another business-related degree
- Familiarity with scheduling software, Microsoft Suite, and IVR phone systems preferred

Ad Astra, Inc. is an Equal Opportunity Employer. Ad Astra, Inc. supports employment for all peoples, regardless of race, color, age, gender, status, sex, religion, national origin, sexual orientation, parental status, veteran status, disability, or any other demographic protected under federal and state law. Ad Astra, Inc. does not tolerate discrimination of any kind and is committed to building a safe and respectful environment for its employees and independent contractors.

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